Administrator - West Byfleet, United Kingdom - Nexgen Group

Nexgen Group

Verified Company

West Byfleet, United Kingdom

2 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

We are currently recruiting for an Administrator to work in a client service focused role across the full range of facilities management services provided by Just Ask to 90,000 residential properties nationwide.

The role will work with Operations Managers, Supervisors and the Scheduling and Dispatch team to support efficient and effective delivery of the programme of works schedule and ad hoc work requests.

The Administrator's primary objective is to achieve a consistently positive service experience for all clients that is best in class.

Core Responsibilities

Acting as the first point of call for client service enquiries and work requests including, but not limited to, bulk waste collections, ad hoc work and subcontracted work.
Managing inbound client communications for a client contract grouping, categorising and logging enquiries using the CRM software package and, working with Operations Managers and Supervisors to ensure all client enquiries are addressed in a timely manner
Ensuring client satisfaction with the handling of servicerelated issues including: managing client complaints, escalating client issues to Client Account management and Operations management
Managing relationships with subcontractors to ensure delivery of services in accordance with client requirement and Just Ask expectations for quality, cost and time.
Liaising with subcontractors, clients and resident to arrange the delivery of subcontracted works (e.g. organising access, checking parking restrictions)
Working with Finance to ensure revenue from ad hoc works is tracked effectively and billed in a timely manner
Managing data flow to/from client portals as required and ensuring data within client portals is managed in accordance with contractual requirements and client expectations
Briefing Operations Managers and other internal stakeholders on key issues such as complaints, escalations and positive client feedback as required.
Updating the CRM platform and Management Information Systems to ensure all data, assets and associated records are updated, all relevant dashboard and reports are operating and accurate
Prepare weekly and monthly KPI and SLA performance reports for internal and client stakeholders as required and continually review statistics and act accordingly to improve operational performance and mitigate risk
Ensuring that servicerelated issues are addressed either directly or escalated in a timely manner

What are we looking for?

Experience of working in an customer helpdesk or call centre environment
Experience using CRM software (e.g. Salesforce), in particular case and workflow management
Excellent communication skills, both verbal and written
Experience managing suppliers and other third partie
High level of computer literacy, in particular Microsoft operating system and software packages (MS Word, Excel and PowerPoint)
Committed to quality and excellence through evidence of continuing professional development